Manchester Central Library Transformation Programme


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  • ICT (telephony and online – hardwired and mobile access) is a key part of facilitating channel shift We have developed some ICT principles to guide our thinking… Principles Ubiquitous connectivity staff, partners and customers alike are connected wherever they are and whatever device they are using. technology is everywhere yet unobtrusive connectivity is free the technology is safe and secure connectivity allows (with permission) the complex to know that a person is on-site and push appropriate information Equal access customers without access to personal devices have access to hard wired or mobile devices via the library customers with particular access needs, e.g. screen readers, are catered for Efficient use of physical and human resources the majority of fixed point hardware is used by staff and customers alike all staff are enabled to answer most enquiries wherever they happen to be via handheld devices and touchdown points there is one common interface for all partners’ data all staff (including partners and volunteers) across the complex (including FM staff) are enabled to communicate with each other effectively and efficiently via mobile technology Customer self sufficiency customers are enabled to serve themselves as far as possible through the cost effective use of technology Engagement through effective use of technology technology facilitates access to and engagement with collections and information technology facilitates engagement between staff, partners and customers technology facilitates customer to customer engagement interactive technology engages, inspires and creates connections between people regardless of location Sustainability technology in use has a reasonable ‘shelf life’ technology in use is easy and cost effective to maintain in house Support The technology will have a support structure than ensures that confidence in the technology is not compromised.
  • In common with other services, face to face, phone, online. What’s different about libraries perhaps is the introduction of self issue and return machines for book borrowing – hence one of the biggest transactional tasks in terms of volume, for the most part no longer requires a human interface
  • Convenience – for certain things can engage with us in your time/your place and at your convenience not ours - effectively extending ‘opening’ hours Choice – although may be in future that sometimes we might take away choice to change customer behaviour? “digital by default” Privacy – e.g. in borrowing books Empowerment – can speed up transaction More staff time spent on providing support to those who need us most and adding value to customer interaction – also benefit to staff
  • Reputation – as a forward thinking, efficient council that offers VFM
  • Although Manchester is one of the library services that has bucked the trend, falls in physical visits to public libraries in the rest of the country was much in the news in 2010. This didn’t necessarily mean public library services were or are any less popular.
  • Manchester Central Library Transformation Programme

    1. 1. Central Library Transformation Programme <ul><li>£155m refurbishment </li></ul><ul><li>New Service Concept- new services, delivered differently </li></ul><ul><li>Improved Customer Services </li></ul><ul><li>Staff transformation programme in line with wider Town Hall Transformation Programme </li></ul>
    2. 2. New service concept <ul><li>The Library as the Third Place </li></ul><ul><li>New services </li></ul><ul><li>Channel shift </li></ul><ul><li>70/30 not 30/70 </li></ul><ul><li>A refurbished and extended Central Library </li></ul><ul><li>One integrated Archive Centre of Excellence </li></ul><ul><li>Integrated collections </li></ul><ul><li>Citywide and regional role </li></ul>
    3. 3. Channel Shift enabled by ICT <ul><ul><li>Ubiquitous connectivity </li></ul></ul><ul><ul><li>Equal access </li></ul></ul><ul><ul><li>Efficient use of physical and human resources </li></ul></ul><ul><ul><li>Customer self sufficiency </li></ul></ul><ul><ul><li>Engagement through effective use of technology </li></ul></ul><ul><ul><li>Sustainability </li></ul></ul><ul><ul><li>Support </li></ul></ul>Channel Shift in Manchester Libraries ICT principles Slide
    4. 4. Channels <ul><ul><li>Face to face </li></ul></ul><ul><ul><li>Phone </li></ul></ul><ul><ul><li>Online </li></ul></ul><ul><ul><li>In-library automation </li></ul></ul><ul><ul><li>Digital TV </li></ul></ul><ul><ul><li>Hand-held applications </li></ul></ul>Channel Shift in Manchester Libraries Channels Slide
    5. 5. Why? <ul><ul><li>For customers </li></ul></ul><ul><ul><li>Convenience and choice - your time;your place; your device; 24/7 </li></ul></ul><ul><ul><li>Privacy </li></ul></ul><ul><ul><li>Empowerment </li></ul></ul><ul><ul><li>More staff time spent on providing support to those who need us most and adding value to customer interaction </li></ul></ul>Channel Shift in Manchester Libraries Benefits Slide
    6. 6. Why? <ul><ul><li>For staff </li></ul></ul><ul><ul><li>more staff time spent on providing support to those who need us most and adding value to customer interaction </li></ul></ul><ul><ul><li>“ reducing avoidable contact” - reduced staff dependency on carrying out low level transactional tasks </li></ul></ul><ul><ul><li>more fulfilling job roles </li></ul></ul>Channel Shift in Manchester Libraries Benefits Slide
    7. 7. Why? <ul><ul><li>For the organisation </li></ul></ul><ul><ul><li>financial savings: </li></ul></ul><ul><ul><ul><li>face to face = £8.23 per visit phone = £3.21 per call web = 0.39p per visitors Source: SOCITM Insight (December 2009) </li></ul></ul></ul><ul><ul><li>more cost-effective transactions – VFM </li></ul></ul>Channel Shift in Manchester Libraries Benefits Slide
    8. 8. The proof of the pudding? <ul><ul><li>Data from Socitm's Website Takeup Service: </li></ul></ul><ul><ul><li>23.8m people across the UK accessed library information and services through websites in the first six months of 2010, up from 20.9m in the same six month period in 2009 </li></ul></ul><ul><ul><li>library enquiries (renewals, enquiries about availability of title, opening times and more) are regularly in the top three of all web enquiries every month </li></ul></ul>Channel Shift in Manchester Libraries Demand Slide
    9. 9. The Third Place concept <ul><li>It’s not where you live, not where you work, but THE other place in your life </li></ul><ul><li>Scandinavia, Seattle </li></ul><ul><li>Café, wi-fi, social space, performance space, the City’s living room </li></ul><ul><li>St Peter’s Square </li></ul><ul><li>2 million visitors </li></ul>
    10. 10. A place for quiet study
    11. 11. A place for reading
    12. 12. Archive Partnership at Central Library
    13. 13. Vision for Archive Partnership <ul><li>Archives + service concept </li></ul><ul><li>Regional centre of excellence for archives & family history </li></ul><ul><li>The destination for heritage tourists, telling the stories of Manchester’s history and communities </li></ul><ul><li>Exciting and unique partnership, combining complementary collections and services </li></ul><ul><li>One-stop shop for family history </li></ul><ul><li>North West partner for The National Archives and British Film Institute </li></ul>
    14. 14. Core Partnership <ul><li>Greater Manchester County Record Office </li></ul><ul><li>Manchester Archives, Local Studies and Special Collections </li></ul><ul><li>Ahmed Iqbal Ullah Race Relations Resource Centre & Education Trust </li></ul><ul><li>Manchester & Lancashire Family History Society </li></ul><ul><li>Manchester Registration Service </li></ul><ul><li>North West Film Archive </li></ul><ul><li>British Film Institute Mediatheque </li></ul>
    15. 15. Centre of Excellence Vibrant ‘ Shop front’ for archives Community resource Interpretation of archives Access to original archives Landmark building, destination service Advice and support for customer s Links to other heritage services Securing and storing Manchester’s heritage Telling Manchester’s histories Curiosity Accessible Learning Archives+
    16. 16. Collections
    17. 17. Collections Management <ul><li>Collection Policy </li></ul><ul><li>BS5454 storage for all archives </li></ul><ul><li>Significant expansion space </li></ul><ul><li>Guaranteed 24 hour retrieval service for archives stored off-site </li></ul><ul><li>Digitisation for preservation and access </li></ul><ul><li>‘ Place of Deposit’ status for Public Records from The National Archives </li></ul>
    18. 18. Interpretation at Archive+ <ul><li>High technology interpretation </li></ul><ul><ul><ul><li>Focus on stories </li></ul></ul></ul><ul><ul><ul><li>Sound and vision ‘pods’ </li></ul></ul></ul><ul><ul><ul><li>Interactive maps </li></ul></ul></ul><ul><li>Low technology interpretation </li></ul><ul><ul><ul><li>Feature exhibitions </li></ul></ul></ul><ul><ul><ul><li>Activity area </li></ul></ul></ul><ul><li>ICT suite </li></ul><ul><li>Cinema </li></ul><ul><li>Multi-purpose learning space </li></ul>
    19. 19. Archives Interpretation
    20. 20. Archives Interpretation
    21. 21. Archives + <ul><li>GMCRO/MALS intergration </li></ul><ul><li>MALS </li></ul><ul><li>GM Archives </li></ul><ul><li>HLF Bid </li></ul>
    22. 26. Did You Know 4.0 <ul><li> </li></ul><ul><li>v=6ILQrUrEWe8&feature=related </li></ul>
    23. 30. YOUmedia at the Chicago Public Library <ul><li> </li></ul>